Regional Manager, Customer Succcess

Elliptic Enterprises Limited

Job Overview

Location

Singapore Office

Job Type

Full-time

Full Job Description

📋 Description

• Manage a distributed team of 5–10 Customer Success Managers across APAC, providing mentorship, coaching, and performance development to drive high-trust, high-performance outcomes.
• Own and directly manage a portfolio of key enterprise accounts, ensuring product adoption, retention, expansion, and long-term customer success through strategic engagement and value realization.
• Define and execute regional Customer Success strategies aligned with global objectives, adapting frameworks to meet APAC market dynamics while maintaining consistency across regions.
• Drive measurable business outcomes including Net Revenue Retention (NDR), Gross Dollar Retention (GDR), and churn reduction through data-driven decision-making and proactive customer health monitoring.
• Build and scale scalable processes for customer onboarding, health scoring, success planning, and value realization to improve team efficiency and customer outcomes.
• Collaborate cross-functionally with Sales, Product, Operations, and Marketing teams to remove friction in the customer journey and ensure seamless, unified experiences.
• Represent the voice of global customers by gathering regional insights and translating them into actionable feedback for product roadmap prioritization.
• Champion the adoption of global best practices across APAC, fostering a culture of shared learning, continuous improvement, and operational excellence.
• Engage directly with strategic enterprise customers at the executive level to align on business goals, secure renewals, and identify expansion opportunities.
• Work flexibly across multiple time zones to coordinate with global peers, customers, and stakeholders, ensuring timely responsiveness and alignment.
• Utilize AI-powered productivity, customer engagement, and analytics tools to streamline operations, enhance team performance, and improve client outcomes.
• Maintain a hands-on leadership style, balancing strategic planning with direct involvement in high-priority customer relationships and team development.
• Promote a customer-centric culture that respects local market nuances while reinforcing global standards and unified team values.
• Track and report on key performance metrics, forecast outcomes, and refine operational frameworks to optimize team productivity and customer satisfaction.
• Support the Global Director of Customer Success in setting regional and global goals, aligning team initiatives with company-wide business objectives.
• Drive innovation in Customer Success playbooks, tools, and workflows to scale operations efficiently across diverse APAC markets.
• Cultivate team spirit and unity through energetic leadership, recognition, and a commitment to collaborative problem-solving across departments and regions.
• Address customer and operational challenges proactively, leveraging cross-functional resources to resolve issues swiftly and maintain high customer trust.

🎯 Requirements

• 7+ years in Customer Success or Account Management roles, including at least 3 years of people management experience
• Proven success leading distributed Customer Success or Account Management teams in a B2B SaaS environment
• Strong track record of delivering retention, expansion, and satisfaction targets in a B2B SaaS setting
• Fluency in Mandarin
• Experience working in or with Crypto, Financial Services, Payments, RegTech, or technology companies
• Operational excellence in process design, forecasting, and metrics tracking

🏖️ Benefits

• Competitive salary
• Share Options
• 25 days of annual leave in addition to Singapore Public Holidays
• Health insurance
• Personal training budget
• Laptop + equipment you need
• Home office allowance
• Full access to Spill Mental Health Support

Skills & Technologies

Onsite

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Elliptic Enterprises Limited

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About Elliptic Enterprises Limited

Elliptic is a global leader in crypto-asset risk management. The company provides a comprehensive suite of tools and services designed to help businesses, regulators, and law enforcement agencies understand and manage the risks associated with cryptocurrencies. Their technology analyzes blockchain data to detect illicit activity, identify high-risk transactions, and ensure compliance with anti-money laundering (AML) and counter-terrorist financing (CTF) regulations. Elliptic's solutions are used by financial institutions, exchanges, and governments worldwide to protect against financial crime, enhance security, and foster the safe adoption of digital assets.

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